Information Technology Help Desk
We are seeking a motivated and customer-focused IT Help Desk Specialist to provide technical support and assistance to users experiencing hardware, software, network, and system-related issues. The successful candidate will troubleshoot problems, resolve support requests, and ensure a high level of customer satisfaction.
Key Responsibilities
- Respond to user inquiries and technical support requests via phone, email, chat, or ticketing systems.
- Diagnose and resolve hardware, software, network, and system issues.
- Install, configure, and maintain computer systems, applications, and peripherals.
- Create, update, and manage support tickets while maintaining accurate records.
- Escalate unresolved issues to higher-level technical teams when necessary.
- Assist users with account setup, password resets, and access-related issues.
- Document troubleshooting steps, solutions, and technical procedures.
- Monitor system performance and report recurring technical problems.
- Provide excellent customer service and technical guidance to end users.
- Support onboarding and offboarding activities for employees.
Requirements
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Experience in IT support, help desk operations, or technical customer service.
- Knowledge of Windows, macOS, Microsoft 365, networking fundamentals, and common business applications.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to prioritize tasks and manage multiple support requests.
Preferred Qualifications
- Experience with ticketing systems such as ServiceNow, Zendesk, or Jira Service Management.
- Familiarity with Active Directory, VPNs, and remote support tools.
- IT certifications such as CompTIA A+, Network+, or similar.
Benefits
- Competitive salary.
- Health and wellness benefits.
- Professional development and training opportunities.
- Career advancement opportunities.
- Collaborative work environment.